Outbound Customer Support Specialist
Beacon Hill Staffing Group, LLC

Job Overview:

Beacon Hill is seeking a motivated and experienced Outbound Customer Support Specialist to join our client's external customer service department. This role will focus on managing customer inquiries, ensuring customer satisfaction, and acting as a liaison between customers and internal teams such as Sales, Operations, and Quality. The ideal candidate will have a strong background in customer service and account management, with excellent communication and relationship-building skills.

Key Responsibilities:

Customer Service:
- Respond to customer inquiries via phone or email within 24 business hours.
- Provide information on service capabilities, status updates, and result interpretation.
- Address customer complaints and facilitate resolutions, serving as an escalation point.
- Attend department meetings to represent customer service needs and provide updates.
- Show empathy and offer support during customer issues, adjusting expectations as necessary.
- Prepare and generate quotes for testing, identifying upselling opportunities.
- Utilize Genesis software to create Mock Nutrition Facts Panels.
- Submit requests for reruns and additional testing via the LIMS system.
- Organize and lead customer conference calls as needed.
- Maintain customer records in LIMS and monitor the Customer Service Dashboard.
- Ensure prompt delivery of customer results, sending preliminary or final reports when required.
- Maintain logs of all customer communications in Salesforce.
- Assist with customer information review and communicate submission trends and metrics.

Account Management:
- Manage client communications to ensure customer satisfaction and address any service-related issues.
- Lead large and specialty projects for assigned accounts, setting strategies to ensure successful execution.
- Collaborate closely with Sales to support quarterly business reviews (QBRs) and sales initiatives.
- Stay knowledgeable about all available services and capabilities to align with customer needs.

Qualifications:
- +3 years of experience in customer service and/or account management.
- Associate's or Bachelor's degree in a science-related field.
- Proficiency in Microsoft Office, LIMS, and Salesforce.

Key Skills and Competencies:
- Strong time management and prioritization skills.
- Excellent interpersonal and communication skills.
- Team-oriented mindset.
- Analytical lab experience is a plus.

This position offers an exciting opportunity to contribute to customer satisfaction and team efficiency in a dynamic, customer-facing role.

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.

Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com .

We look forward to working with you.

Beacon Hill. Employing the Future (TM)